Starting your customer experience improvement journey

Customer Experience has become a bit of a buzzword. Product businesses should be doing this from day one, but it's hard for businesses to do this on their own as they're more 'internally' focused than 'customer" focused.

We recommend starting small - start talking to and listening to your customers. However, it’s really hard to do this 'objectively' without support. If you really want to understand what’s happening, it helps to bring in an external party or use a tool with no bias.

The next step is to?'listen' to the data. There will always be internal pressures that make improving customer experience harder but, keeping the focus on the 'customer' across all teams at all times is vital.